Service Advisor in City of London

We are looking for an organised and compassionate Service Advisor to join our Single Point of Access team at Aspect House. You will help patients, carers and professionals access the right community services by managing calls, referrals, appointments and signposting.

What you will do:

• Provide a helpful, professional telephone service.
• Process referrals and appointments accurately.
• Work with health, social care and voluntary-sector colleagues.

What we are looking for:

• Strong administrative, telephone and communication skills.
• Confidence using Microsoft Office.
• The ability to remain calm, organised and accurate in a busy environment.
• Understanding of confidentiality and inclusive service delivery is essential.

Shift pattern:

The role is based at Aspect House and includes shifts between 7.00 am and 10.00 pm, five days over seven days, including weekends and bank holidays. You will join a supportive, values-led organisation with learning and development opportunities. The post holder will need to be available Monday-Sunday over a varied shift pattern: 07:00-15:00, 08:00-16:00, 10:00-18:00, 14:00-22:00. Late shifts roughly 1 in 4. Weekends 1 in 3. Enhancements for working evenings after 20:00 hrs, weekends & Bank Holidays under Agenda for Change Terms & Conditions.

Main duties of the job:

• Provide a professional first point of contact for patients, carers and health and social care professionals.
• Receive, assess and process referrals, ensuring that all required information is obtained and recorded accurately.
• Manage telephone calls, appointments, signposting and enquiries, including situations where callers may be distressed, confused or face communication barriers.
• Use SystmOne and other health and social care systems to create and update records, generate referrals, appointments, letters, text messages and reports.
• Work closely with community, acute, social care and voluntary-sector colleagues to support safe hospital discharge and help people access the right service at the right time.
• Prioritise a varied workload, use initiative and sound judgement, and maintain accuracy, confidentiality and excellent customer care in a busy environment.
• Keep knowledge of services and referral criteria up to date, contribute to audits and data collection, and support colleagues with relevant processes and procedures.

Job purpose:

To provide an excellent, high-quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership. To work within a busy administration team environment and to facilitate and administer a referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services. To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service. To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place. To multi-task a variation of calls, including clinical calls for City Care's Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOne. To process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Working closely with City Care services to ensure the information required is sent within 28 days to the recipient.

Key responsibilities:

• Act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Children's & Specialist Services.
• Support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier.
• Have an understanding of all City Care services, adults & children's services to be able to act as the interface between patients and CityCare healthcare professionals, and external services such as NUH and social care.
• Receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders.
• Take ownership of the patients' referral to ensure all required clinical information is obtained, using own judgment where the information provided is not immediately apparent.
• Effectively manage and administer the booking of clinic and group-based activity appointments, offering choice where possible to achieve a positive outcome for the patient.
• Accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments, letters & SMS messages.
• Adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.
• Distribute work within the team ensuring KPIs & priorities are met.
• Report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure.

Dimensions:

The post holder will be required to participate in all mandatory and role specific training as required.

Person Specification:

• Ability to be flexible over hours worked within contracted hours to meet the needs of the service.
• Ability to work out of hours.
• Participate in and fulfil the requirements of the Directors on-call arrangements.
• Proven administration experience, specifically telephone-based work.
• Leadership & Development qualities, including supervision of staff.
• Strong communication skills.
• Understanding of confidentiality/Data Protection.
• Knowledge of customer relations and an understanding of cultural issues.
• Excellent communication skills both written and verbal.
• Excellent telephone manner.
• Excellent interpersonal skills.
• Ability to effectively prioritise and organise own workload to meet deadlines.
• Advanced keyboard skills.
• Able to communicate effectively with customers when in distress.
• Able to work effectively as part of a team.
• Train others on own role and procedures.
• Ability to act on own initiative and work unsupervised.

Qualifications:

• Educated to GCSE level or equivalent.
• RSA III or equivalent working experience.
• Knowledge of Microsoft Office to include Outlook/Word and Excel.

Desirable:

• Educated to A-Level or equivalent.
• ECDL qualification.
• Customer Service.
• Working knowledge of Excel and the management of databases.

Disclosure and Barring Service Check:

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details:

Employer name: Nottingham CityCare Partnership CIC.

Address: Aspect House, Aspect Business Park, 26 Bennerley Road, Bulwell, Nottinghamshire, NG6 8WR, United Kingdom.

About us:

We are a provider of NHS Community Health Services, CityCare exists to support the health and wellbeing of all local people, working alongside other health and care partners to achieve this. We are a value driven, people business with a passion for excellence. Our vision and social purpose is to make a difference every day to the health & wellbeing of our communities and our values of kindness, respect, trust and honesty lie at the heart of everything we do, guiding how we work together with partners and each other to consistently deliver high quality compassionate care. As a social enterprise we aim to add social value by investing in the future of our local communities and helping to make a difference in people's lives.

Values & Diversity:

We encourage applications from candidates who identify as disabled, LGBT+ or from a Black, Asian or Minority Ethnic (BAME) background, as they are currently under-represented within our organisation. We are proud to be a forces-friendly organisation and are dedicated to supporting Veterans, Service Leavers, Reservists, and military spouses/partners. CityCare is an equal opportunities employer. We are positive about employing people with disabilities.